Blocked account

Good day my account was blocked by tymebank and I've been calling they ***** department for almost a week now and for the pass week they keep telling me that there is now records of me calling them I have lost my simcard and my login pin and so I had to request a simswap and I have reseted my login pin online cause my phone that I am using can't make or receive any calls only messagings Yesterday and today I'm badly in need of that R350 that was paid to my account via sassa srd grant to buy my children food as they went to bed hungry Why does tymebank block my account then cause such a lot of hassles to unblock it I am sick of phoning tymebank ***** line cause it is really just a waist of money and it's just causing me more headaches and a lot of stress cause at the end of the call nothing gets sorted cause by the time they done with they security questions your airtym is finished and when you call them back they tells you they have now records of your previous calls and you have to answer the same questions all over again